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NEW CONTACT CENTRE ENABLES MALAYSIAN GOVERNMENT AGENCY TO IMPROVE PERFORMANCE BY 30 PERCENT

Dimension Data, a USD 8 billion global technology integrator and managed services provider, announced today that it has been appointed as the IT partner to Malaysia’s leading collection agency. Under the agreement, Dimension Data will be responsible for the creation of an omnichannel contact centre and implementation of unified communications infrastructure for over 100 sites nation-wide.

As one of Malaysia’s key service providers, the company’s priorities include ensuring fairness and effectiveness in the collection system, and customer satisfaction through the delivery of its services. Hence, it needed a new contact system to improve operational effectiveness and eventually, customer experience.

In order to deliver a seamless omnichannel experience for the client, Dimension Data held a strategic discovery workshop to fully understand the business needs. This approach led the team to design and implement a contact centre with workforce management and virtual customer assistance. The results were reduced operational costs by 20 per cent, improved employee productivity, efficient forecasting and resource planning to meet service level goals.

The new contact centre is reported to be highly stable, available and user-friendly, leading to an overall performance level by 30 per cent. The company also saw reduced risks, with full redundancy incorporated by design to avoid a single point of failure, and improved end-user satisfaction from the contact centre’s expanded services and capabilities.­

“We are excited to be working with one of Malaysia’s most important government agencies, one that has constantly strived to provide excellent services and implement an integrated and transparent system,” said Henrick Choo, Managing Director at Dimension Data Malaysia. “We are committed to keeping them at the forefront of innovation, by leveraging industry-leading technologies and implementing infrastructure that evolves with their business needs and customer demands, to drive a positive and integrated user experience.”

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About Dimension Data

Founded in 1983, Dimension Data is a USD 8 billion global leader in designing, optimising, and managing today’s evolving technology environments. This enables its clients to leverage data in a digital age, turn it into information, and extract insights.

Headquartered in Johannesburg, Dimension Data employs 28,000 people across 46 countries. The company brings together the world’s best technology provided by market leaders and niche innovators with the service support that clients need for their businesses – from consulting, technical, and support services to a fully-managed service.

In Asia Pacific, we operate in 35 offices across 13 countries. We help clients enable technology, operate their IT infrastructures and transform technology solutions that deliver value. It combines an expertise in digital infrastructure, cybersecurity, customer experience (CX), and digital workplace, with advanced skills in IT outsourcing, IT-as-a-Service, Systems integration services and training.